Overview

Your chatbot answers what it can. Helpdesk is where everything else lands — one queue holding the conversations a person needs to see, with the whole transcript already attached.

Open it from the Helpdesk tab in the header, next to Chatbots.

How a conversation gets here

Three routes, and you control the first one:

• The assistant hands it over. The Talk to a person action fires when a visitor asks for a human, when the assistant has failed repeatedly, or when it detects frustration. If a teammate is available they can answer live; if nobody claims it inside the claim window, it becomes a ticket.
• A channel opens one directly. Every inbound email becomes a ticket, and every phone call opens one with the number to ring back.
• A visitor submits the ticket form. When nobody is marked available, the widget offers a form instead of a live chat.

Whichever route it took, the ticket carries the conversation that preceded it. Nobody re-reads a chat log to work out what happened, and the customer does not explain twice.

What a ticket holds

• The customer — their name or address where the channel supplies one, and Unknown where it does not.
• The channel it arrived on: website chat, help page, email, phone, or the API.
• The chatbot it came from, so a workspace running several can tell them apart.
• An AI-written summary of what the conversation is about.
• The full timeline — every message, from the assistant and from your team.
• Status and assignee.

Where to go next